Refund and Returns Policy
Effective Date: December 27, 2024

At Cuddly Hair, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, we offer a straightforward Refund and Returns Policy. Please review the details below for guidance on how to return or exchange items.

1. Returns

We accept returns for most items within [X] days of the delivery date. To be eligible for a return, the following conditions must be met:

  • Condition of the Item: The product must be unused, undamaged, and in its original packaging, with all tags and accessories intact.
  • Proof of Purchase: A receipt or proof of purchase must be provided with the return request.
  • Non-returnable Items: For hygiene reasons, used hair products and customized items are non-returnable.

2. Refunds

Once your returned item is received and inspected, we will notify you about the approval or rejection of your refund. If your return is approved:

  • Refund Method: The refund will be issued to the original payment method used at the time of purchase.
  • Processing Time: Refunds may take [X] business days to process after the return is approved. Please allow additional time for your refund to be reflected in your bank or credit card statement.

3. Exchanges

If your product arrives damaged, defective, or incorrect, we will be happy to assist you with an exchange:

  • Exchanges: We will replace damaged or defective items with the same product, subject to availability. If the item is no longer in stock, we will offer a suitable alternative or issue a refund.
  • Exchange Timeframe: You must contact us within [X] days of receiving the item to request an exchange.

4. How to Initiate a Return or Exchange

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Reach out to our customer support team at info@cuddlyhair.com or call +250 78 8448643 to obtain a return authorization number and instructions.
  2. Package the Item: Carefully package the item with its original packaging, including any accessories and documentation.
  3. Return Shipping: Send the item to the following address:
    • Cuddly Hair Returns
    • Garage Kigali Super Carrosserie, Kigali, Rwanda

5. Return Shipping Costs

  • Return Shipping Fees: Customers are responsible for the cost of return shipping, unless the return is due to a defect, damage, or an error on our part.
  • Prepaid Return Label: If your return is due to a mistake on our part (e.g., incorrect or damaged product), we will provide you with a prepaid return label.

6. Late or Missing Refunds

If you have not received your refund after [X] business days, please first check your bank or credit card statement. If it’s still not showing, contact your payment provider. It may take some time before your refund is officially posted.

  • Contact Us: If you still haven’t received your refund, please reach out to us at info@cuddlyhair.com for assistance.

7. Cancellations

If you wish to cancel your order before it is processed or shipped, please contact us immediately. If your order has already been shipped, please follow our return procedure to return the product.

8. Customer Support

If you have any questions regarding our Refund and Returns Policy or need assistance, please contact our customer service team: